dr. n.balaji m.e., phd., professor & head of the department department of information technology...

Dr. N.Balaji M.E., PhD.,Professor & Head of the Department

Department of Information TechnologyKLN College of Engineering.

Objectives

Define and understand communication and the communication process

List and overcome the barriers in a communication process

Practice active listening

Tips to improve verbal and non verbal communication

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

What is Communication?

Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding.

Communication takes place when the ideas from your mind are Communication takes place when the ideas from your mind are transferred to another’s and arrive intact, complete, and coherent.transferred to another’s and arrive intact, complete, and coherent.

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

TOTAL COMMUNICATION PROCESS

Reading16%

Writing9% Speaking

30%

Listening45%

Types of Communication

One-way communication

Two-way communication

One to many

Essentials Of CommunicationEssentials Of CommunicationDo’sDo’s

Use precise, memorable and powerful words Support your words with visual aids Give examples Eye contact Active listening Keep it short and simple Avoid interrupting Appropriate facial expressions

Essentials Of CommunicationEssentials Of CommunicationDon'tsDon'ts

Do not use technical terms and terminologies not understood by majority of people

Do not speak too fast or too slow Do not speak in inaudible

surroundings as you wont be heard Do not assume that everybody

understands you Do not interrupt the speaker.

Barriers to communication

Noise Assumptions/Misconceptions Emotions Language differences Poor listening skills Distractions

Communication Errors

Visual Interpretation

What is in this picture?

WHAT DOES IT MEAN?

HE SAW A MAN IN THE GARDEN

WITH A TELESCOPE

Reading Interpretation

Writing error

Hang him, not leave him

Hang him not, leave him

Before communicating Ask

yourself…

Before communicating Ask

yourself… What is the main purpose/aim?

Before communicating Ask

yourself… What is the main purpose/aim? Who will receive it?

Before communicating Ask

yourself… What is the main purpose/aim? Who will receive it? What is the likely attitude of the listener?

Before communicating Ask

yourself… What is the main purpose/aim? Who will receive it? What is the likely attitude of the listener? How much does he need to know?

Before communicating Ask

yourself… What is the main purpose/aim? Who will receive it? What is the likely attitude of the listener? How much does he need to know? Is my timing right?

Before communicating Ask

yourself… What is the main purpose/aim? Who will receive it? What is the likely attitude of the listener? How much does he need to know? Is my timing right? What is the main subject?

Before communicating Ask

yourself… What is the main purpose/aim? Who will receive it? What is the likely attitude of the listener? How much does he need to know? Is my timing right? What is the main subject? Are the major points clear?

Before communicating Ask

yourself… What is the main purpose/aim? Who will receive it? What is the likely attitude of the listener? How much does he need to know? Is my timing right? What is the main subject? Are the major points clear? Is there any ambiguity?

Components of Communication

Verbal CommunicationVerbal Communication

Vocal communicationVocal communication

Non-verbal communicationNon-verbal communication

Verbal Communication

“What you heard is NOT what I said!”

Verbal communication is simply the communication that is expressed through words.

What you say is verbal communication

Components of Verbal Communication

Sender

(Person talking)

Message

(Conversation)

Receiver

(Listener/Decoder)

Setting

(Interaction Location)

o Eliminate Noiseo Get Feedback – Verbal & Body

Signalso Speak Slowly & Rephrase your

sentenceo Don’t Talk down to the other

persono Listen Carefully & Patiently

Improving Verbal Communication-Tips

Active Listening

The process of recognizing, understanding, andaccurately interpreting communicated messages

and responding to spoken and/or nonverbalmessages.

Steps to Effective Listening: Hearing Interpretation Evaluation Respond

Hearing Vs Listening

Hearing – Physical process, natural, passive

Listening – Physical as well

as mental process, active,

learned process, a skill

Tips to become a better listener

Don’t talk – listen. Don’t jump to conclusions. Listen between the lines. Ask questions/paraphrase. Don’t get distracted by the environment. Keep an open mind. Be willing to listen to someone else’s point of view and

ideas. Provide feedback. Take advantage of your brain power.

How to improve your listening skills?

Maintain eye contact with the instructor Focus on content than on the way that it is

being said. Avoid selective listening Avoid distractions Ask questions to stay active and interested. Face the speaker Maintain eye contact Respond appropriately – say yes, nod, etc. Do not be preoccupied with your own

thoughts.

Vocal Communication

Vocal Communication:

Modulated by the voice like Telephone Speech, Vocal prayer, Vocal melody

Telephone Etiquettes

Before you place calls

Be prepared – plan your conversation

Turn away from your computer desk or other work

Have pens, pencils and notepaper handy.

Answering the phone

Answer calls promptly within 3 rings

Smile as you pick the phone – the caller will hear it in your voice.

Project a tone that is enthusiastic, natural, attentive and respectful.

Greet the caller and identify yourself and your business

Ask “How may I help you?”

During the conversation… Enunciate / pronounce clearly Use simple English Avoid slang – uh, hmm, yeah, dude Always speak calmly and choose your words carefully Use all your listening skills Focus all your attention on the caller and the

conversation Clarify and check for understanding Use basic phrases of courtesy E.g. “May I help you?”

“Please”, “Thank You”, “You are welcome”. Do not chew gum or eat during a conversation Do not slam the phone or cut off abruptly Refrain from idle chit chat with customers.

If there is a problem, project a tone that is concerned, empathetic and apologetic.

Avoid the five forbidden phrases: “No” - Instead find a way to state the situation positively “I don’t know” - instead say “that is a good question let

me find out for you” “I/we can’t do that” - instead say “this is what i/we can do” “You will have to” - instead say “here is how we can help

you” “Just a second” - instead give a more honest estimate of

how long it will take you.

Reports to callers “Mrs Madhu is on another line, will you wait please?”

“He is away from his desk, may I take a message?”

“I’m sorry, Mrs Madhu is out of office may someone else help you?

“Mr Ram is in the Finance/HR/Sales department, one moment please, I’ll transfer your call.”

“I’m sorry to keep you waiting.”

Answering calls for others Identify yourself and the company or person for

whom you are answering and say “how may I help you?”

Offer assistance in the absence of others say “she is not in today perhaps I can be of assistance.

Do not make commitments for others. Say “I’ll give him your message when he returns.”

Take accurate legible messages with time, date, reason for call, urgency, the best time to reach them and all other pertinent information. E.g. reports to caller.

Transferring Calls

Explain the reason for the transfer – “let me connect you with Mr./Ms./ Mrs. xyz in______ department.

Know your extension numbers so that the caller is not kept waiting.

Mute the line if you are clarifying any information with your colleague etc.

Obtaining the callers name

“May I tell Mr. Rao who is calling please?” “May I say who is calling please?” “May I have your name please?”

Progress reports Mr Rao’s line is still busy do you wish to

continue waiting? “I’m sorry to keeo you waiting, may I check

further and call you back?”

Placing someone on hold

Make sure that it is for a genuine reason. Ask the caller if he/she would hold, and wait for a

response rather than assuming the answer is yes. Never keep a caller on hold for more than a

minute. If you have to take longer than that, return to the person and tell them that you will have to take a few minutes longer and ask if you could call back.

When you return to the caller thank them for holding

Dealing with angry customers

Listen; allow the caller to vent Empathize; acknowledge the person’s feelings Apologize when appropriate. Be positive Solve / suggest generate solutions that you can both

agree on and if reasonable do it. Remain calm and courteous, do not argue. Do not interrupt. Explain clearly do not make unrealistic promises. Act fast, acting quickly shows that you are sorry and

that you will handle the issue. Follow up get back to the caller to make sure the

problem has been solved.

Concluding the call

End the conversation with an agreement on what is to happen next; if you are to follow up do so immediately.

Thank the caller for calling- for his time, invite the caller to call again.

Non Verbal Communication

Communication without the use of spoken language. Nonverbal communication includes gestures, facial expressions, and body positions (known collectively as “body language”),

Non Verbal Communication

Components of Nonverbal Communication

Prosody(Pitch, Duration,

Loudness, Rhythm)

Kinesics(Visual Signals, Eyes,

Gestures, Hands)

Proxemics(Social Space)

Paralanguage(Emotions, pitch, rate of speech,

volume)

Other Components of Nonverbal Communication

Nonlinguistic Cues

(Gestures, Body Language, Facial Expressions, Head and Body

Movement)

Metalinguistic Cues

(Ability to talk about, analyze, and judge language)

Improving Body Language - Tips

Keep appropriate distance Touch only when appropriate Take care of your appearance Be aware - people may give false cues Maintain eye contact Smile genuinely

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…

56 06.03.2008Grid Computing by S.T.Selvi, MIT, Anna University56

57 06.03.2008Grid Computing by S.T.Selvi, MIT, Anna University57

A long way to Reach. Let us start with a single step